Join us as our Customer and Communities Team Leader! As a Team Leader in Customer and Communities, you’ll inspire a customer-first culture, support your team day-to-day, and build strong relationships across our estates. With a visible presence and a passion for people, you’ll help create safe, vibrant neighbourhoods where customers feel supported and communities thrive!
Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across West and North Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.
Outline of key responsibilities...
* Provide day-to-day coaching, guidance, and support to team members, promoting excellent tenancy management and customer experience
* Monitor performance through regular 1:1s, clear objectives, and development plans to ensure high-quality service delivery
* Conduct case reviews to maintain high standards and a strong customer-first approach
* Work collaboratively with the wider management team to drive continuous improvement and share best practice
* Track and analyse team performance data to inform decisions and improve service outcomes
* Support customers with tailored advice and solutions, including income maximisation, debt support, and welfare assistance
* Coordinate smooth customer moves, arranging appointments, conducting viewings, and working closely with Lettings and Tenancy teams
We are looking for someone who has...
* Experience working in a customer experience environment within housing or a public service organisation, including face-to-face customer interaction
* Proven experience supporting a diverse range of customers with varied and complex needs, including managing challenging situations
* Experience managing a customer-facing team delivering services to customers with complex needs
* Experience in a housing or tenancy management role (desirable)
* Full UK driving licence and access to a vehicle for work purposes
What’s in it for you?
At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:
* An Annual Salary of: £41,492.03
* Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service
* Exclusive Employee Discounts: Access amazing deals through our Reward Gateway
* Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave
* Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme
* Charitable Leave: One day per year to volunteer for a cause you care about
* Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure
* Pension Scheme: A great pension scheme with generous employer contributions (up to 12%)
Diversity & Inclusion
Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.
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